Thanks Gainsight CS
June 01, 2025

Thanks Gainsight CS

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

I am in CS Ops, and I work closely with the business to define requirements and implement their needs/asks in Gainsight CS. Our job is to make our CSMs lives easier and more efficient.

Pros

  • Provides a full view of customer to our CSMS
  • Provides a workplace for our CSMs to track their interactions with our customers
  • Integrates well with SFDC

Cons

  • Usability of dashboards/reports - the constant scrolling is a common complaint from our CSMs
  • Ability for CSM to send email to multiple customers at the same time. I know Group Send was just released so hoping that solves that problem
  • The new Horizon Journey Orchestrator currently has limitations that make us unable to use it. We need to test out each version of an email template
  • The tool is heavily integrated in our processes and workflows
  • We are always looking for guidance on how to better use the tool and make it better for our CSMs
There are definitely areas for improvement as far as the UI goes. As mentioned before the constant scrolling is an issue for our CSMs. Also, there are some limitations around inactive picklist values showing in reports, etc.

Do you think Gainsight CS delivers good value for the price?

Not sure

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Our CS org uses Gainsight CS and we are also having some smaller services teams track their customer interactions. Also, the playbooks and JO features we use heavily for our Onboarding team.

Gainsight CS Feature Ratings

Customer Data Extraction / Integration ()
Not Rated
7.0
NPS surveys
8
Sponsor tracking
9
Customer profiles
Not Rated
Automated workflow
8
Internal collaboration
Not Rated
Customer health scoring
3
Customer segmentation
Not Rated
7.0
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
7
7.0
Role-based user permissions
7
9.0
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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